Subscription Email Messages

Last modified October 3, 2018

This article applies to Contextual Commerce. (Looking for Classic Commerce documentation?)

When a customer purchases a standard subscription through your FastSpring Store, FastSpring will (by default) send various email messages to the customer throughout the subscription life cycle. This article explains all of the possible email messages and when they would be sent.

Note

The information in this article applies to standard subscriptions with automatic rebilling. Managed subscriptions may behave differently.

To download PDF examples of the actual email messages, please see Examples of Customer-Facing Email Messages.


List of Subscription-Related Email Messages

The following email messages may be sent to the customer.

NameDescriptionSent If
Email ReceiptA receipt for the initial purchase, containing details of both the transaction and the subscriptionAlways sent following the initial purchase
Subscription ActivatedA notification that a subscription has been created, containing details of the transaction and the subscriptionAlways sent following the initial purchase
Trial ReminderA reminder that the free trial period is coming to an end and the customer's payment account is about to be chargedThe subscription began with three or more free trial days
Payment ReminderAn optional reminder that the next payment will be due soon and the customer's payment account is about to be chargedThe subscription product is configured to send optional payment reminders;
You can control the timing of these messages
Charge CompletedA notification that the scheduled subscription charge has been processed successfullyAlways sent following a successful rebilling
Charge FailedA notification that the scheduled subscription charge could not be completed
Includes instructions to sign in and update the payment details
A regularly-scheduled rebilling is not successful (e.g. due to a declined credit card charge)
Payment OverdueAn optional reminder that a scheduled subscription charge was unsuccessful and the subscription may be canceled
Includes instructions to sign in and update the payment details
The subscription product is configured to send optional overdue reminders;
You can control the timing and the number of these messages
Subscription CanceledA message indicating the specific date on which the recurring subscription will endThe customer cancels the subscription via Account Management, or
You cancel the subscription via the Dashboard or API and choose to deactivate the subscription at next billing
Subscription DeactivatedA message indicating that the subscription has endedYou cancel the subscription via the Dashboard or API and choose to deactivate the subscription immediately
Subscription UpdatedA message indicating the new details of the subscriptionYou make changes to the subscription such as changing the product, price, next billing date, etc.


Subscription Email Flowchart

Here is an illustration of the flow of subscription-related email messages that may be sent to the customer.

  • Blue rectangles represent email messages
  • Yellow diamonds are true / false conditions
  • Green circles are events that can occur at any point during the subscription flow.

Subscription Email Flow